I'm genuinely curious how you and your client handle on-going support and maintenance. Companies of scale would eventually need to outsource the support to someone who can do it following the sun. Custom applications are quite hard to support given the limited pool of people who fully understands the solution. Even if the solution uses best-of-breed components that follow industry standards, there will still be heavy customization for the business/operational logic. Ideally, the support will be in-house with the talent trained and groomed on the solution. Then this talent pool is replicated in regional hubs to provide ample support to the sites located in the region. This way, the organization has control on the whole model and the career trajectories of these people. Overall, this is better for retention of knowledge and talent within the company. However reality is different. Corporate strategies often tend to look at outsourcing to minimize support costs. Appreciate your thoughts on this.
